BT Broadband. Free to call tech support?

heavy_t

I'm at the end of my tether with Orange and BT Wholesale. There's a problem on our BT line (intermittent/no connectivity) but every time Orange try and get BT Broadband to fix it they just do nothing. I know the fault is on our line as I occasionally have connectivity and therefore know everything is set up correctly. I have also tested and replaced all the equipment.

The pattern goes either one of two ways when I raise the issue with orange, who in turn raise it to BT Wholesale:

- BT Wholesale acknowledge there's a fault and then do nothing about it, fault closes automatically on its own.

or

- BT Wholesale close down the fault raised by Orange saying no problem found.

Although it would pain me greatly to give my business to BT I'm debating whether to give up on Orange and buy broadband direct from BT in the hope that they may be in a better to position to actually sort out BT Wholesale and get an engineer sent out to fix the problem with our line.

I anticipate spending time on the tech support line to BT even if I do switch so I was wondering if anyone knows

(a) if it's a free tech support line

and

(b) if there is a problem with my line am I any more likely to get BT Wholesale to do anything about it if my contract is direct with BT.

GuessWho_2

There is the possibility that there may not be a problem as such with your line.
Are you on Max DSL? (up to 8MB speeds), or fixed speed?

are you using a router or usb modem?

Can you get to any line stats showing the line attenuation and snr (noise margin levels) ?

also does the log show any CRC or HEC errors?

That's the sort of thing that needs to be looked at before you can say for sure that you have a line problem.